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Support Cases

With an active support plan, you can use the integrated Builder support center to open support cases and track them to conclusion.

Support Cases

When opening a support case, you supply:

  • A short case issue subject
  • A detailed issue description
  • The relevant product experiencing the issue
  • Attach relevant files or logs
  • The issue severity
  • A list of additional recipients

Issue Description

Please provide a complete and detailed description.

A good description is a clear and complete description of what the issue is. Please explain in sufficient detail. Most people are too brief in the description and it results in delays addressing issues as support staff go back and forth with questions. Please spend some time writing a complete description.

If you can, please include a link to a gist or repository containing a test case or sample that reproduces your issue. Reproductions should be short, correct, self-contained and should not contain code that isn't relevant to the issue. Please do NOT just paste code from your project. Explaining how to reproduce the issue alone is typically insufficient.

Issue Severities

You can set the issue severity which helps EmbedThis staff understand the impact of your issue. Set to low, medium, high or critical. Please do not overstate the issue severity. NOTE: the severity does not equate to a priority with which your issue will be addressed.

Additional Recipients

By default, cases will be sent via email to you for your records. You can include a comma separated list of email recipients who will also receive a copy of the case issue exchanges.

Close Case

When an issue is closed to your satisfaction, click the close case button.